Fairmont Gold Supervisor
Do you enjoy helping others and building emotional connections to make people feel special and welcomed? If so, then we want YOU to be part of our Fairmont Royal York family.

Every day you will be responsible for engaging with our guests, clients and colleagues. You will create the essential Toronto experience at the hotel that has been a Canadian icon for over 91 years.  You will be given the responsibility to ensure that our guests and colleagues feel WELCOMED, CARED FOR and INCREDIBLE. Being part of the Fairmont Royal York family is more than providing warm and consistent service. As an ambassador of Fairmont Royal York, you will take the initiatives necessary to turn moments into memories by taking the time to understand our guests’ purposes: why are they staying at Fairmont Royal York, what is their length of stay and what are their preferences and passions? Making our guests feel heard and cared for creates an emotional connection to our brand and builds loyalty. 

These emotional connections are not just for guests. As part of the Fairmont Royal York family, you will be tasked with creating impactful relationships with your colleagues.

If creating these lasting relationships and experiences excites you, read more about how your role supports our vision of continuing to Create the Essential Toronto Experience!

What is in it for you:

 

• Employee Assistance Program (EAP)
• Extended Healthcare Plan Coverage
• Opportunity to develop your talent and grow within the Company and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

• Reporting to the Director of Fairmont Gold, you will;
• Actively participate in guest recognition initiatives; proactively seeking to understand guest preferences in order to execute high levels of personalized service at all times.  
• Support the execution of pre-arrival preparations, front desk and concierge services, and lounge operational support as needed in accordance with standards of performance.
• Act as a personal liaison for all guests, taking personal ownership of their requests and following up accordingly. 
• Assist with executing room reservation related processes inclusive of handling, creating, amending, confirming and cancelling reservations in accordance with room reservation standards of performance.
• Support with the execution of all food & beverage processes as needed, adhering to applicable standards of performance and sanitation codes.
• Work cohesively in collaboration with the Concierge, Royal Service, Room Reservations, Guest Reception, Housekeeping, In Room Dining, and Guest Services teams to ensure a smooth and opportunity free experience for all guests.
• Take personal ownership of Fairmont Gold Guest Floors: conduct personal reviews of public areas and back of house areas including Guest Reception, Lounge, Elevator Foyers and Guest Corridors to ensure they are in a clean, organized, and in compliance with established standards, initiating and coordinating any corrective action immediately.
• Ensure a warm and genuine service experience from arrival to departure for all patrons and guests, personally welcoming and engaging residents as appropriate.
• Comply with pre-established company and departmental rules and regulations at the Hotel.
• Maintain a professional, neat and well-groomed appearance adhering to Hotel grooming standards.
• Coordinate guest requests with hotel approved vendors in accordance with departmental standards, including, but not limited to: room accommodations, airline reservations, transportation services including limousine/bus/train, car rentals, charter flights/rentals, babysitting services, banking/financial services, business centre services including scanning/fax/copy, mailing, delivery and messenger services, nightlife activities, shopping, sightseeing tours, etc.
• Maintain complete knowledge of: all Hotel features/services, hours of operation, all Hotel food and beverage concepts including menu price range, dress code/ambiance, guest room accommodations, layout, amenities, packages and promotions, daily house statistics including VIP guests, scheduled significant events, area events/attractions and holiday schedules.
• Ensure that the Fairmont Gold Lounge is attended at all times during operating hours.
• Promote the safety and security of hotel patrons/guests and premises by ensuring private information remains confidential, luggage is held/stored securely at all times, as well that access is only provided to floors/rooms to authorized individuals.
• Confer recognition of guests by gathering preference information and developing personal knowledge thereof, encouraging feedback and assisting with any special requests guests may have, disseminating pertinent information to necessary departments, and documenting information ascertained in guest profile.
• Participate in the daily shift briefing process for incoming colleagues and handle de-brief between shifts, ensuring all colleagues on shift are familiar with VIP residents in-house/arriving/departing, any significant events on property, and any other pertinent information.
• Manage projects and perform any other reasonable duties as required by Fairmont Gold Management.
• Occasionally assist the Lobby Concierge department in servicing guests during high volume periods as needed.
• Assist in the oversight and direction of Fairmont Gold Lounge Attendants.
• Strict adherence and knowledge of Accor’s ALLSAFE program

Your experience and skills include:

• Excellent verbal and written communication skills in the English language required, multi-lingual preferred.
• Minimum one year experience within Guest Reception or a similar position in a luxury setting.
• Sufficient knowledge of local attractions, services and suppliers/vendors required.
• Active membership in Les Clefs d’Or is an asset.
• Degree or Diploma in Hospitality Management is an asset.
• Ability to multi-task maintaining a high level of service during peak periods, prioritize tasks and consistently follow-through.
• Computer proficiency not limited to: Microsoft Office Suite.
• Must be able to stand/walk throughout the shift, push, pull, bend, twist, and stoop on occasion.   
• Valid Smart Serve certification required.

Your team and working environment:

For over 91 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold – the property’s exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun. To learn more, click here.

Note: Must already be legally entitled to work in Canada to be considered for the position

In order to keep our employees and the general public safe from the threat of Covid 19 and the rise of variants in the community, the  Hotel has implemented a Covid-19 Vaccination Policy.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS